TLScontact is a pioneering company specialized in providing customer relationship management excellence within a face-to-face environment. We are part of the Teleperformance Group, the worldwide leading provider of exceptional customer experience in all our countries of operations.
We operate a growing number of face-to-face contact centers worldwide. TLScontact offers its clients an end-to-end solution, starting with information provision across multiple media platforms, to the direct face-to-face contact experience and back office tasks. Our contact centers are the essential link between organizations and their customers.
TLScontact is a fast growing company and currently in our Technology team we are hiring the full time Product Manager for 1,5 year employement (temporary basis). Place of Work: Airport city, New Belgrade. The working week is Monday-Friday (40 hours per week).
Your Key Responsibilities will be:
1. Product vision and roadmap:
- Creates and maintains a long-term, complete, audacious vision and a high-level roadmap that are used in pre-sales and to drive product development activities
- Leads/facilitates design sprints, innovation workshops
- Monitors government and technology trends
- Performs competition analysis/peer studies
- Leads client co-creation/co-innovation workshops
- Monitors start-ups, identifies opportunities for acquisition, investment, collaboration (JV) and presents them to the senior management
- Attends/speaks at relevant industry events
- Orchestrates multiple stakeholders to work with product delivery teams to set priorities for the product roadmap.
- Works with the functional Technology leads or their delegates to align product vision and roadmaps with security and enterprise architecture guidelines, requirements, and constraints.
- Builds the business case and maintains the financial P&L view for the product. Provides input into Technology budgeting process.
- Responsible for knowledge management for the designated product(s). Delivers training courses and workshops to transfer product knowledge, maintains the product internal website section.
2. Pre-sales support:
- Provides technical pre-sales support for Company products and services, collaborates with business development, account management, and bid management teams. Maintains deep knowledge of the designated product(s) and good knowledge of the entire Company product portfolio.
- Meets with clients to present complete Company product portfolio and high-level vision, empathize to their needs and priorities.
- Leads the development of pre-sales collateral for the designated product(s).
3. Product development and service operations:
- Leads and provides direction to agile, self-organizing cross-functional product development teams/workstreams comprised of internal and external, dedicated and part-time resources.
- Works at a fast delivery cadence, applies agile development methodology and drives rapid incremental delivery of product functionality using themes, features, minimum viable products or epics.
- Accountable for maximizing product value while optimizing total cost of ownership and risks throughout the product/service lifecycle—design, development, transition, and operations
- Researches and defines how clients, customers, business operation employees are served by the product. Develops a deep understanding of client/customer goals, the value clients/customers derive from the product.
- Prioritizes the delivery of product capabilities and experiences (product roadmap/backlog).
- If vendors are used, manages vendor relationship and ensures maximum value for Company.
- Accountable for service transition and operational integration.
- Accountable for service performance against clients’ SLAs and continual service improvement.
4. Project management:
- In case of new product or significant change on the product or group of products, the product manager can also act as a project manager, meaning responsible to deliver the project on time/quality and budget.
5. Continuous improvement:
- Proactive contribution to build/improve PPM framework, standards, methods according to internal and external best practice.
Essential Requirements:
- Master degree in Engineering/Computer Science or a related technical discipline.
Previous Experience:
- Minimum 4 years in digital/IT product/service/project management
- Fluent English
- Experience with product development and scrum process
- Experience in suppliers coordination and client relationship
- Project/program management experience and certifications is a plus
- Excellent presentation, communication and stakeholder management skills
- Team player, proactive, continuous improvement mindset
- Human-centered design techniques, design thinking, customer journey mapping, jobs to be done, service blueprinting, persona analysis
- Proficiency in written and oral communication,
- Transparent and positive attitude,
- Ability to work in multicultural environment,
- Good Analytical capabilities
- Be dynamic, curious and motivated,
- Be Focused on results,
- Ability to work as part of a remote international team.
We offer:
- Work in a multinational team with experienced and helpful colleagues,
- A competitive salary,
- Great career opportunities,
- Friendly, inspirational and creative work environment.
Only short list of candidates will be contacted.